[Remote] Director, Customer Success

Note: The job is a remote job and is open to candidates in USA. Versaterm is a global public safety solutions company focused on enhancing community safety through innovative technology. The Director of Customer Success leads the post-sale customer lifecycle, ensuring customers realize value and promoting customer retention and expansion through effective engagement strategies.ResponsibilitiesExecute Customer Success strategies across all customer segments, ensuring alignment to company growth and retention objectivesEstablish standardized customer lifecycle motions, including success planning, business reviews, adoption programs, and renewal readinessEnsure a proactive, outcome-driven approach to customer engagement focused on value realization and measurable impactBuild scalable processes and playbooks that reduce duplication and ensure consistency across Customer Success teamsLead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accountsOperationalize a hub-and-spoke model, where Customer Success Managers own relationships and provide general project knowledge and engage specialists for additional targeted supportEnsure role clarity across Customer Success and adjacent teams, reinforcing boundaries around support, project delivery/onboarding, and sales ownershipContinuously refine segmentation and coverage models to balance engagement with scalable programsOwn end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating 180–90 days pre-expiry), enforcing disciplined commercial rigor across procurement cycles, and operationalizing cross-functional support to drive on-time renewals, maximize ARR retention and price increases, mitigate churn risk, and ensure consistent value realization for customersPartner with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a cohesive customer experienceEstablish clear handoffs and accountability across onboarding, Customer Success, and renewalsServe as an escalation point for high-risk or high-impact customer situations to ensure satisfactory customer resolution and supportProvide Voice of Customer insights to influence product roadmap and go-to-market strategyOwn and drive gross and net revenue retention across the customer portfolio, aligning performance to company financial targetsDefine and operationalize success metrics across Customer Success and Renewals, including retention, on-time renewals, customer health, business review quality, and expansion pipeline influenceDesign and execute structured renewal motions, incorporating early engagement, procurement tracking, and risk mitigation to ensure predictable, on-time renewalsLeading the Renewals team and partnering with sales teams to drive expansion opportunities and maximize lifetime valueProactively identify churn risks through health, adoption, and engagement signals; implement targeted save plans to mitigate attritionEstablish and maintain customer health scoring models to guide segmentation, prioritization, and intervention strategiesDrive a consistent operating cadence (e.g., pipeline reviews, business reviews) to assess customer health, renewal forecasts, and team performance; coach proactively and enforce accountabilityEnsure CRM hygiene and data integrity (e.g., Salesforce), enabling accurate forecasting, renewal visibility, and revenue reportingAnalyze systemic risks and performance trends, translating insights into process improvements, playbook enhancements, and program investmentsOversee automated customer engagement programs (e.g., campaigns, webinars, lifecycle education, newsletters) to scale impact and drive adoptionCommunicate performance, risks, and strategic recommendations clearly to GTM and Executive Leadership, ensuring alignment and informed decision-makingSkillsBachelor's degree in Business Administration, Communications, or a related field10+ years of experience in Customer Success, Account Management, or related SaaS roles5+ years of experience leading teams and developing people leadersProven experience owning retention, renewals, and customer growth metrics at scaleStrong understanding of Customer Success operating models, including segmentation and scaled engagement strategiesExperience building and standardizing processes, playbooks, and performance frameworksStrong data orientation, with the ability to translate insights into action and measurable outcomesExceptional collaboration and leadership skills, with the ability to align cross-functional teamsExcellent communication and executive presence, with experience engaging senior stakeholdersAbility to operate effectively in complex, high-accountability environmentsThis position requires a security clearance from the Government of CanadaCandidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearanceSpecific customer contracts may impose additional security verification requirementsObtaining and maintaining all required security clearances is a condition of employmentExperience in public sector, GovTech, or public safety SaaS environmentsBenefitsBase salaryOur comprehensive benefits offeringSome roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonusesCompany OverviewVersaterm’s ecosystem of innovative solutions is for public safety agencies, forensic scientists, court systems and school systems. It was founded in 1977, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 501-1000 employees. Its website is https://www.versaterm.com/.